Returns and refunds

Before we print

You can cancel any order free of charge up to the point we start making it.

For bulk orders that point is when you approve the proof. Everything before that — sending the order, receiving the quote, seeing the proof — costs you nothing and commits you to nothing.

For one to four pairs we usually begin within a few hours, so email hello@shakamerch.com straight away and we will stop it if we can.

Change of mind, after printing

We cannot take personalised socks back for a change of mind. They have your photo or your logo on them and there is nobody else to sell them to.

This is expressly provided for in law: regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 disapplies the 14-day cancellation right for goods made to a consumer’s specification or clearly personalised. We are telling you this before you order, which is when it is useful.

If something is wrong

This is where your rights are unaffected, and we treat them as generous rather than minimal. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not:

• Within 30 days of delivery you have the short-term right to reject and get a full refund.
• After 30 days you are entitled to a repair or replacement, and a refund if that fails.

A printing fault, damage in transit, the wrong item, or a print that does not match the file you approved all count. So does a colour that is obviously wrong rather than the small shift any fabric print has.

How to claim

Email hello@shakamerch.com with:

• your order number,
• a photograph of the problem,
• and one line about what is wrong.

We reply within one working day. If it is our fault we reprint free or refund you, whichever you prefer, and we do not ask you to post the faulty pair back at your own cost.

Bulk orders

The same applies per pair. If part of a run is wrong we reprint that part; if the run is wrong we reprint the run. Tell us within 14 days of delivery so we can raise it with the factory while the evidence is fresh.

Nothing here reduces your rights

If anything on this page turns out to conflict with your statutory rights, your statutory rights win. For free, impartial advice, contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.